topic Re: O2 STATUS CHECK in Discussions & Feedback

O2 STATUS CHECK

Anonymous — Wed, 05 Aug 2015 14:25:23 GMT

I have had no "sufficient" signal since the 21st July & i the website shows there are no problems!!!

I have called O2 and they have stated there is a mast down, so my question is when the status web check is meant to be live, why is the website not updated...surely this would save on unneccessary calls to O2?!!

The next wonderful thing about O2 is that the mast that is down is on private land and therefore they require premission before they can carry out the works.....smart move O2!!!

They always say, have you tried TU GO??!! Well, yes i have and do they not relaise that its not the best app in the world and you are limited as to where in the property you can go without losing the wi fi signal!!!

What do O2 consider to be a "reasonable" time to get the repairs done!!??

Re: O2 STATUS CHECK

Toby — Wed, 05 Aug 2015 14:35:42 GMT

Hi @Anonymous,

Sorry to hear about the inconsistency, as well as your signal issues. Where are you roughly based? I'll make sure the checker is updated and if I can find out any news on your location, I shall do.

I'm Toby, the community manager. Welcome!

Re: O2 STATUS CHECK

Anonymous — Wed, 05 Aug 2015 14:36:57 GMT

Hi Toby,

Thanks for the quick response, post code is B20 1AY

Re: O2 STATUS CHECK

Anonymous — Wed, 05 Aug 2015 15:05:19 GMT

Toby,

When can i expect an update??

Thanks

@Toby wrote:
Hi @Anonymous,

Sorry to hear about the inconsistency, as well as your signal issues. Where are you roughly based? I'll make sure the checker is updated and if I can find out any news on your location, I shall do.

I'm Toby, the community manager. Welcome!

Re: O2 STATUS CHECK

Toby — Wed, 05 Aug 2015 15:14:43 GMT

HI @Anonymous,

It can take time for masts to be updated, as well as getting any info on the work being done. If/when I find anything out, I shall let you know. I have raised it for you.

Re: O2 STATUS CHECK

Anonymous — Wed, 05 Aug 2015 15:45:10 GMT

@Toby wrote:
HI @Anonymous,

It can take time for masts to be updated, as well as getting any info on the work being done. If/when I find anything out, I shall let you know. I have raised it for you.

Thanks Toby BUT my question is, if 02 know that the mast is down and has been since the 21st July, why do they not just update the website which, like i stated earlier, would avoid unneccessary calls??!!

My concern is that i am paying for a service which i am not getting, a simple answer/update from O2 would be appreciated as i am wondering how long have i got to put up with this problems??

Cheers

Re: O2 STATUS CHECK

Bambino — Wed, 05 Aug 2015 15:52:05 GMT

O2 won't give specific time frame updates. I doubt any provider does. If they did, and didn't meet their estimate, customers could hold their feet to the fire, and I don't think they'd like that much.

As you've been without a decent signal for some time, you should call Customer Service and have a moan. If you get someone sympathetic you might get offered a goodwill gesture of some compensation. Cold comfort, but better than nothing.

Re: O2 STATUS CHECK

Anonymous — Wed, 05 Aug 2015 15:54:16 GMT

@Bambino wrote:
O2 won't give specific time frame updates. I doubt any provider does. If they did, and didn't meet their estimate, customers could hold their feet to the fire, and I don't think they'd like that much.

As you've been without a decent signal for some time, you should call Customer Service and have a moan. If you get someone sympathetic you might get offered a goodwill gesture of some compensation. Cold comfort, but better than nothing.

Thank you Bambino for your reply, i understand that they won't commit to a deadline HOWEVER, how hard would it be to keep their "live" status updated and "live"??

But don't worry, i will be moaning soon enough!! LOL

Re: O2 STATUS CHECK

MI5 — Wed, 05 Aug 2015 16:25:37 GMT

Are you 100% sure it's not your phone or sim card that is faulty?
Have you done an ABA to confirm?

Re: O2 STATUS CHECK

Toby — Wed, 05 Aug 2015 16:34:27 GMT

Hi @Anonymous,

I have put in a request to update the status checker also.

Re: O2 STATUS CHECK

Anonymous — Thu, 06 Aug 2015 09:56:17 GMT

Already done the obvious checks as this is not the first time, i'm lucky to get a good 2-3 months before the "mast" which must be made out of paper, is down again!!!

Just think this is the worst service ever, if customers can be given an approximate timescale instead of "not sure" when it will be back, it would be a lot better!!

Put it this way, if you ordered something via ebay and were told, "not sure when it will be with you" would you have honestly ordered it in the first place? I dont think so people!!

Re: O2 STATUS CHECK

jonsie — Thu, 06 Aug 2015 10:01:01 GMT

O2 can't even put a live stock system in place so I doubt they will ever get round to a live status page. The updated hourly is about as close as it gets I'm afraid but just how much human input there is would be anybody's guess.

Re: O2 STATUS CHECK

Anonymous — Thu, 06 Aug 2015 10:25:25 GMT

@jonsie wrote:
O2 can't even put a live stock system in place so I doubt they will ever get round to a live status page. The updated hourly is about as close as it gets I'm afraid but just how much human input there is would be anybody's guess.

Jonsie,

Thanks for your comment BUT dont you think that a big company like this would be more than capable to keep their systems live & updated??!! AMAZING!! LOL

You cant even get on chat with them as they are busy, BRILLIANT SYSTEM keep up the good work O2 where would we be without you!!! ( I can think of 1000's of ideas!!) LOL

Re: O2 STATUS CHECK

Toby — Thu, 06 Aug 2015 10:29:23 GMT

Sorry to hear that Live Chat has not always been great for you either @Anonymous.

Any and all ideas and suggestions are more than welcome if you wish to share any

Re: O2 STATUS CHECK

Anonymous — Thu, 06 Aug 2015 10:35:09 GMT

Toby,

I think, like i mentioned earlier, these companies need to have some kind of Service Level Agreements or Key Performance Indicators, thats when we as a community will realise how terrible these companies that we pay for a service really are.

Like is said, if you purchased something from ebay and was told "not sure when it will be with you" would you really be happy with that service...i dont think anyone would.

These are only simple questions & comments BUT yet nothing will change Toby which is a shame.

I would love to go to another provider but where i live, you can only get an O2 signal (and no i'm not moving!! LOL).

All i want O2 to inform me of an "approximate" time when i will be able to use my phone for what it was made for!!

Ofcom need to step in firm with these companies but the process for complaining etc. has been made so long that people simply haven't got the time and basically just shut up & put up for something that their hard earned cash is paying for!!

How does this make sense...ANYBODY??!!

Re: O2 STATUS CHECK

perksie — Thu, 06 Aug 2015 17:00:06 GMT

@Anonymous wrote:

All i want O2 to inform me of an "approximate" time when i will be able to use my phone for what it was made for!!

All of this work is done by external sub-contractors so O2 can't give any idea of when it may be fixed.

Re: O2 STATUS CHECK

MI5 — Thu, 06 Aug 2015 17:48:16 GMT

Live chat will make a date up for you.
It won't be accurate, but it'll be a date at least.

Re: O2 STATUS CHECK

perksie — Thu, 06 Aug 2015 18:45:16 GMT

@MI5 wrote:
Live chat will make a date up for you.
It won't be accurate, but it'll be a date at least.

I've heard this.

Re: O2 STATUS CHECK

jonsie — Thu, 06 Aug 2015 18:50:50 GMT

Yes they throw a dart at the calendar....allegedly

Re: O2 STATUS CHECK

Cleoriff — Thu, 06 Aug 2015 19:02:14 GMT

@jonsie wrote:
Yes they throw a dart at the calendar....allegedly

*sniggers*